This Role

We are looking to hire a Customer Experience Supervisor to coach our staff to deliver exceptional customer service. This role will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing, implementing and supervising processes.

To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy and are meticulous and organized.

Responsibilities

• Oversee and assess customer experience staff activities and provide them with regular performance-related feedback
• Strategize and monitor daily activities of customer service operations
• Assist customer experience staff with duties where required
• Train staff in areas of customer service and company policies
• Investigate and solve customer service complaints
• Assist with the development and implementation of service policies and explain these to staff and customers
• Maintain documentation pertaining to customer service department activities
• Perform additional duties where needed

Requirements

• Previous experience working as an agent and supervising experience (desirable)
• Demonstrated excellent QA
• Microsoft Office knowledge mandatory
• Strong people and communication skills
• Available to work 6 days a week